A new employee at the Department for Work and Pensions (DWP) who previously received Universal Credit for three years is asking the public for advice on how to be a compassionate and effective caseworker.
The soon-to-be DWP worker, who is set to begin training, posted on Reddit to gather suggestions from people who have interacted with the department. They explained that while they have personal experience of being a Universal Credit claimant, they want to learn from others about what makes a positive difference during phone calls and interviews.
Reddit post sparks discussion on DWP customer service
In the post, the user wrote: "I'm starting work for DWP. I have training then I start fully. What would you appreciate from someone who you'd have to call? I've been on UC for the past three years so I definitely have an idea about what I'd appreciate from someone I had to speak to (kindness, empathy etc), but in your personal opinion/experience, what would you appreciate someone doing/how would you rather be spoken to?"
They added: "Anything and everything will help and I'll definitely take it into consideration. I just want to help people and do whatever I physically can (within reason) to help."
The post drew a variety of responses, many highlighting the importance of clear communication and patience.
'Read the guidance' and 'be honest'
One commenter welcomed the new worker, saying: "First of all, congrats and welcome to the DWP. Second of all, for the love of god please read the guidance on the intranet when you're not sure about something, because your colleagues won't always reliably know the answers."
Another advised: "Kindness, don't rush me and be honest if you don't know then say so. Don't make stuff up."
A separate response stressed the need to see each claimant as an individual: "Patience, understanding, and remembering no two situations or people are the same. Treat everyone as individuals and if working from office tell them in background to be quiet! Really gets on my nerves when you can hear people laughing or discussing people in the background."
Balancing empathy with clarity
A longer and more detailed reply warned that kindness alone is not always enough, as DWP staff frequently have to deliver unwelcome news about payments. The commenter wrote: "The problem with your new job is that kindness and empathy sometimes don't count for much when you're about to tell your customer that a payment they're expecting isn't coming or when they need to do something they really don't want to."
"And you'll have to do that rather a lot. The key is to be both empathetic and clear/direct. Acknowledge the impact that your decisions will cause. Pitch your delivery in a way your customer will understand, don't use confusing jargon or language - this is really important, people get frustrated when they don't understand what you mean."
They continued: "Never take difficult calls or interviews personally. Often people get frustrated at 'the system' and the department's complex processes way more than with you, the individual staff member. Don't take your work home with you, if you know what I mean. It's only a job. They only pay you for the hours you work. Always remember, the DWP is lucky to have you … not the other way round."
These insights reflect the reality of working on the frontlines of the welfare system, where staff must balance following strict procedures with treating customers respectfully. The new employee's three years of experience as a Universal Credit claimant may give them a distinct advantage in understanding the pressures that claimants face.
The DWP, which administers Universal Credit and other benefits, relies on its staff to communicate complex decisions clearly and compassionately. The department has often been under scrutiny for its handling of claims and customer service.
However, the Reddit post suggests that at least some incoming staff are determined to approach their roles with empathy and a genuine desire to assist. The overwhelming advice from the commenters points to the value of being transparent, non-judgmental, and mindful of the human impact of administrative decisions.
As the new employee prepares to begin their role, they have publicly committed to take all advice into consideration. Whether it will lead to changes in their approach remains to be seen, but the conversation offers a rare glimpse into the mindset of those who choose to work for the DWP.
